Kristi Rice
Idaho Falls,ID
Summary
Dynamic professional with extensive experience in international fintech and financial advocacy, specializing in dispute management and the resolution of complex regulatory complaints. Expertise in safeguarding customers against financial crime while delivering exceptional support in fast-paced, early-stage environments. Proven ability to provide world-class assistance through phone and email channels, ensuring customer satisfaction and compliance. Bilingual in English and Spanish, enhancing communication with diverse clientele.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Complaints Officer & Customer Service Associate
Wise (former Transferwise)
Tallinn, Estonia
01.2022 - 10.2024
- Conducted thorough investigations into complex customer complaints and financial disputes to uphold service integrity.
- Made high-stakes decisions in line with international financial regulations and internal policies, maintaining a high bar for quality and empathy.
- Proactively identified recurring technical bugs and emerging customer trends, feeding insights back to engineering and product teams to improve the user experience.
- Collaborated with the financial crime and compliance teams to identify fraudulent patterns and mitigate risk.
- Collaborated with cross-functional teams to resolve issues and enhance customer satisfaction.
Team Lead
Navy-Marine Corps Relief Society
Bremerton, Washington
01.2019 - 03.2021
- Guided military families through intricate financial documentation and eligibility criteria, providing tailored support and resources.
- As a Lead, optimized program workflows and tracked data to improve service delivery.
I-BEST Instructor
Olympic College
Bremerton, Washington
01.2020 - 01.2021
- Instructed prospective Nursing Assistant (CNA) students on medical terminology, clinical documentation standards, and basic patient care protocols.
- Oversaw lab coordination and compliance checks, ensuring students adhered to safety and sterilization standards equivalent to clinic environments.
- Maintained detailed, confidential educational and progress records, ensuring accuracy in high-stakes certification pathways.
- Distilled complex technical curriculum into simple, actionable summaries for students; acted as a trusted mentor and point of escalation for academic inquiries.
Catalan Teacher
University of Tartu
Tartu, Estonia
01.2014 - 01.2015
- Developed written curriculum, assessments, and course documentation.
- Maintained academic records and communicated student progress clearly and professionally.
Education
Master of Arts - Teaching English as a Foreign Language
Ramon Llull University
Barcelona, Spain07.2012
Master of Arts - Catalan Language, Literature and Culture
Rovira I Virgili University
Tarragona, Spain06.2011
Bachelor of Arts - Spanish Language, Literature, And Culture
University of Tartu
Tartu, Estonia06.2010
Skills
- Microsoft Office proficiency
- Teamwork and collaboration
- Complaint handling
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
Certification
Syracuse University through the Institute for Veterans and Military Families (IVMF), on-line aPHR certification
KEY COMPETENCIES
- Customer Experience & Advocacy
- Email and Phone Support
- Escalation and Complaints Handling
- Root cause analysis
- Sensitive Data Handling & Compliance
- Cross-Functional Collaboration
- Financial Crime/First Line of Defence
- Empathetic communication
- Time Management & Prioritization
- Proactive problem-solving
- Process optimization
Languages
English
Native or Bilingual
Spanish
Professional Working
Catalan
Professional Working
Estonian
Native or Bilingual
German
Limited Working
Timeline
Complaints Officer & Customer Service Associate
Wise (former Transferwise)
01.2022 - 10.2024
I-BEST Instructor
Olympic College
01.2020 - 01.2021
Team Lead
Navy-Marine Corps Relief Society
01.2019 - 03.2021
Catalan Teacher
University of Tartu
01.2014 - 01.2015
Master of Arts - Teaching English as a Foreign Language
Ramon Llull University
Master of Arts - Catalan Language, Literature and Culture
Rovira I Virgili University
Bachelor of Arts - Spanish Language, Literature, And Culture
University of Tartu